You should receive exactly what you ordered, in good condition, and be able to change your mind. Here are your rights and what to do.
You change your mind: right of withdrawal
- You have 14 days from receiving the product (the last parcel, for an order delivered in several parts) to withdraw, without giving any reason.
- The easiest way: the “Withdraw from contract here” button on our Withdrawal page, with your order number. You can also email us at gnatepeweb@gmail.com, using the model form or any clear statement.
- Then send the product back no later than 14 days after informing us, to this address: it is sent to you by email with the acknowledgement of your withdrawal.
- You pay the cost of returning the product.
- We refund everything you paid, including standard delivery costs, no later than 14 days after being informed of your decision. We may wait until we have received the product, or proof that you have sent it, before refunding.
- The product must be returned complete. We may deduct a reduction in value if it has been handled beyond what is necessary to check it (as you would in a shop).
Exceptions to the right of withdrawal
- Products made to your specifications or clearly personalised (engraving, logo, custom dimensions)
- Sealed goods unsealed after delivery that can’t be returned for health or hygiene reasons (cosmetics, underwear…)
- Goods liable to deteriorate or expire rapidly
A standard product bought specially for you (a custom order on 1688, for example) is still covered by the right of withdrawal.
Faulty, damaged or not as described
- Report it via our Contact page with your order number and photos or a short video of the product and packaging.
- We offer a replacement or a refund; any return costs are on us. Often, no return is needed.
- This doesn’t replace your statutory rights: the legal guarantee of conformity (2 years from delivery) and the guarantee against hidden defects, described in our Terms.
Cancel an order before it ships
Write to us as soon as possible with your order number. If it hasn’t been placed with the supplier yet, we cancel it and refund you straight away. Otherwise, you can use your right of withdrawal on delivery.
Refunds
Refunds go back to the original payment method, in the order currency (euros or US dollars), at no cost to you. How quickly it shows on your statement depends on your bank.